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About the Role
The Senior Clinical Counselor supports prospective patients who have completed a consultation for a vision correction procedure. This role acts as a resource person for patients by clarifying information, answering questions, presenting options and financial aspects transparently, and supporting their decision-making process. This role contributes to ensuring a professional, personalized patient experience aligned with clinic standards.
Responsibilities
- Support patients throughout their journey and play a key role in their decision-making process, while contributing to the clinic’s growth.
- Meet with prospective patients immediately following their pre-operative assessment.
- Serve as a bridge between clinical expertise and personal decision-making, translating medical information into clear, personalized value.
- Clarify information received from the medical team.
- Help patients navigate their decision with clarity, compassion, and confidence.
- Clearly and transparently present vision correction options, benefits, and financial aspects.
- Guide patients through pricing options and payment methods.
- Adapt communication approach to match each patient’s mindset, concerns, and motivations.
- Book surgery dates and coordinate logistics.
- Maintain accurate records in the patient file and follow compliance standards.
- Maintain a high rate of patient follow-through to treatment using trust-building strategies and proactive, personalized follow-ups.
- Record short, personalized video messages, voice messages or calls to patients as reminders, or warm touchpoints to improve treatment follow-through, as required.
- Support the organization’s Risk Management program by identifying and promptly reporting patient safety concerns, incidents, or potential risks to clinic management.
Requirements
- Relevant post-secondary education (AEC, DEC, or equivalent), or an equivalent combination of education and work experience.
- Experience in the medical, aesthetic, optical, or luxury service sectors is considered an asset.
- Three to five years of experience in a performance-driven role, ideally in consultative sales, specialized retail, premium services, or an environment where you support clients in making important decisions.
- Basic knowledge of Microsoft Office, including Word, Excel, Outlook, and Teams.
- Comfort navigating digital environments such as SharePoint and ability to learn new software or Customer Relationship Management (CRM) systems.
- Ability to accurately enter and maintain information in patient records and computer systems.
- Warm, poised, and engaging demeanor.
- Ability to guide someone from hesitation to clarity through presence and insight.
- Highly articulate with experience in high-touch roles such as client services, health care, aesthetics, hospitality, or coaching.
- Understanding of timing and verbal pacing.
- Comfortable discussing pricing with discretion and professionalism.
- Detail-oriented and organized.
- Results-oriented and able to work independently as well as collaboratively.
- Ability to travel to other clinics within the GTA (expenses covered by Vision Group).
Skills
- Interpersonal skills
- Influencing skills
- Consultative approach
- Communication skills
- Trust-building strategies
- Proactive follow-ups
- Risk management
Location
- Downtown Toronto
Work Type
- Permanent
- Full-time
Experience Level
- Senior
Education Level
- AEC
- DEC
Salary/Compensations
- $23.22-$27.29/hr
Benefits
- Free LASIK surgery
- Three weeks of vacation
- Three sick days
- One wellness day
- Group insurance plan
- Telemedicine services
- Group RRSP with an employer contribution
- Structured incentive bonus
- Ongoing training
About the Company
- Working in a LASIK MD clinic (an affiliated entity of Vision Group) is to help improve people's eyesight.
- Our Great Place to Work® certification reflects our commitment to creating a culture of support and inclusion for every member of our organization.